You said, we did

Listening, learning and improving together

Why this is important

Listening to feedback from people who use our services helps us understand what matters most and how we can improve. The You Said, We Did examples on this page show how feedback has been listened to and acted on or explains why change was not possible.

Each example clearly sets out:

You said – what people told us about their experience
We did – what changed as a result, or
Our response – why a change could not be made at this time

These examples demonstrate our commitment to listening, learning, and being open about how feedback influences service improvement.

You Said, We Did helps us to:

Show how feedback leads to real improvements
Be open and honest about decisions
Share learning across services
Build trust through transparency

Not every piece of feedback results in change, but every comment is considered carefully and helps shape future improvements.

Below are a few examples of how we have used your feedback/experiences to improve our services. This information will be updated three times a year.

You Said

We did

People who attended diabetic eye screening appointments told us that signs were missing at some venues. They were not always sure where to go when they arrived or whether they were waiting in the right place. This made their visit more difficult.	We reminded teams to use the signs supplied in their screening packs. They should put the signs around community venues, especially near reception, so people know where to go. We are also testing new signs at two community venues. They say: “Please take a seat. We will call your name.” “If you have waited more than 30 minutes, please call us on 0300 003 0500.”
You told us that bus timetables in reception would help you plan your journey home.	We have now put local bus timetables in the reception areas at Ross House and Kimberly House. This will help people who travel by bus plan their journey home.
A participant told us they had mobility difficulties and would need help to move during their abdominal aortic aneurysm screening appointment. At first, they were told staff could not help and that they would need to bring someone with them.	We reviewed what happened and found that an extra member of staff could support the participant. This meant they were able to attend their appointment. We have also updated our procedures so that participants with mobility needs are assessed individually. Where possible, we will make arrangements to help them access screening.
A participant was late for their screening appointment because their ambulance transport was delayed. The delay was reported, but this information was not passed on clearly. As a result, the screening team had already left before the participant arrived.	We improved the process for dealing with transport delays. We gave staff extra training and updated induction for new staff. We also reviewed our procedures so that transport needs are identified, recorded and shared more clearly.
You told us that the main entrance door at Kimberley House Clinic was heavy and difficult to use, making access challenging for some visitors.	We raised the issue with our landlord and worked with them to identify a solution. Arrangements have now been made for contractors to tender for replacement front doors, and we are continuing to work with the landlord to ensure these improvements are made as soon as possible.